We use cookies to allow us and selected partners to improve your experience and our advertising. By continuing to browse you consent to our use of cookies. You can understand more and change your cookies preferences here.

Cars & travel.

When you click on a retailer link on our site, we may earn affiliate commission to help fund our not-for-profit mission.Find out more.

4 August 2021

Virgin Holidays

Package holiday company 76% City break provider 77% Self-guided tour provider 79% Villa holiday provider 74%
Which? Team

Who is Virgin Holidays?

Well-known for its long-haul holidays to the USA and the Caribbean, Virgin Holidays also offers package deals to a whole host of other short- and long-haul destinations, including Dubai, Mexico, Botswana, South Africa and Singapore. From beach breaks and villa holidays to city escapes, travellers can book online, over the phone and at the company’s high street stores.

Which? verdict

An accomplished provider of long-haul packages, Virgin Holidays usually provides great customer service. However, the travel company has let customers down in the past during the coronavirus crisis.

Virgin Holidays refund and cancellation policy rated

With various ways your holiday can be disrupted or cancelled, from traffic lights to a future lockdown, it’s crucial you book with a provider that has an excellent flexible booking policy. Which? analysis of over 80 companies found Virgin Holidays has one of the best. However, last year, the CMA investigated Virgin Holidays over delays in refunding customers whose holidays were cancelled due to the pandemic.

If you book with Virgin you’ll get your money back for lockdowns and if you’re asked to quarantine at your destination. Plus, you can rebook without admin charge if NHS test and trace asks you to self-isolate.

You can see the details of Virgin Holidays’ policy in our Which? Holiday Checker, where we have compared the policies of over 80 holiday companies.

Virgin Holidays customer ratings

WRP?
Avg price per day: short haul/long haul
Accommodation
Customer service
Description matching reality
Organisation of holiday
Value for money
Customer score
PACKAGE HOLIDAY PROVIDER

£75/£150
76%
CITY BREAK PROVIDER


77%
SELF-GUIDED TOUR PROVIDER


79%
VILLA HOLIDAY PROVIDER


74%

If you want to see how Virgin Holidays measures up to its rivals, read our best and worst package holiday provider, city break provider, self-guided tour provider and villa holiday provider pages.

What's Virgin Holidays like?

Virgin Holidays’ bold and bright red branding is as well-known as the company’s founder, entrepreneur Richard Branson, who claims he started the airline (and subsequent holiday) business because he wanted customers to have amazing experiences. But does Virgin deliver?

Virgin Holidays appears in the results table for four of our surveys – package holidays, city breaks, self-guided tours and villa holidays – and while the company is fairly consistent with decent ratings across the board, Virgin Holidays was simply average when compared with competitors.

Virgin beats a lot of other non-budget companies for its average short-haul holiday price – so at least it won’t rip you off – but customers only rated Virgin package holidays three stars out of five for value for money. In our survey of self-guided tour providers, this rating was a better four stars. 

So where does Virgin Holidays fall down? Some customers had gripes over flight delays, one commented: ‘Virgin wants your money but doesn’t care’, and an additional customer was disappointed with their villa. However, when they complained, Virgin ‘sorted it out fast and very fairly’. 

However, customer feedback suggests Virgin goes above and beyond when it comes to helping disabled travellers. One family travelling with a disabled son said: ‘Virgin pulled out all the stops to get all the help we required, including getting on and off the plane, the shuttle bus to our hotel having a lift to get our son into the van and our room being suitable for use.’

Should I book with Virgin Holidays?

When it comes to short-haul holidays, Virgin Holidays offer better-value breaks than many of their competitors such as Jet2Holidays and British Airways Holidays. However, the company has a lower customer score, so bear this in mind. We think it’s probably worth paying a little more for a beach break with Jet2Holidays and a city break with British Airways Holidays.

If you’re keen to book a self-guided tour, Inntravel and Trailfinders both do a far superior job. As for a villa break, don’t book with Virgin – choose Jet2Villas instead. Villa Plus scored best in this survey, but it let its customers down during the coronavirus crisis. It wasn’t consistent with its refunds and policies, so Which? stepped in to help consumers.